Job Roles at Moniepoint Inc.

What You’ll Do

• Lead high-impact projects: Design and deliver end-to-end data science solutions that support product innovation and business strategy.
• Uncover insights: Analyze large, complex datasets to identify trends, surface opportunities, and influence key decisions.
• Build models: Develop and deploy predictive and prescriptive models using machine learning and statistical techniques.
• Enable experimentation: Design A/B tests and causal inference studies to help teams learn quickly and make informed choices.
• Collaborate cross-functionally: Work closely with product managers, engineers, and business leaders to understand goals and deliver data-driven solutions.
• Promote data fluency: Build dashboards, tools, and frameworks to enable self-service analytics and scale your impact across teams.

To succeed in this role, you should have

• 5+ years of experience as a Data Scientist, ideally in fast-paced or high-growth environments
• Proficiency in SQL and experience working with large-scale data systems (e.g., Redshift, BigQuery, Snowflake).
• Strong analytical and statistical skills; fluency in Python or R.
• Experience with machine learning libraries (e.g., scikit-learn, XGBoost) and data visualization tools (e.g., Tableau, Looker, Plotly).
• Solid understanding of experimental design, hypothesis testing, and causal inference.
• Ability to distill complex data problems into clear, actionable insights.
• BSc/MSc/PhD in a quantitative field such as Statistics, Computer Science, Mathematics, Economics, or similar.

Experience With The Following Would Be a Plus

• Experience with deep learning, NLP, or time-series forecasting.
• Knowledge of tools for building production data pipelines (e.g., Airflow, dbt).
• Familiarity with business domains like fintech, e-commerce, healthcare, etc.

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About The Role

• We are seeking a highly strategic, execution-driven Head of Operations to lead and scale Moniepoint’s nationwide repair network. You will be accountable for driving operational efficiency and quality across all repair centers, building high-performing, accountable teams (Repair Technicians, QAs, Inventory Officers, Packaging Officers, Regional Leads), and delivering sustainable, cost-effective growth. The role requires a data-driven operator who can design and implement scalable processes, translate business requirements into actionable plans, and align cross-functional stakeholders (Product, Engineering, Procurement, Facilities, OEMs) to deliver measurable outcomes.

Key Responsibilities
Operational Leadership & Escalation Management

• Oversee day-to-day repair operations across all centers, ensuring SLA compliance and service quality.
• Act as the escalation point for major operational issues (e.g., faulty terminals backlog, faulty returns, spare parts shortages).
• Maintain and update SOPs for repairs, quality control, inventory flows, and packaging operations.
• Ensure consistent execution across all regions, with structured reviews and accountability frameworks.

Network Expansion & Capacity Planning

• Lead the rollout of new repair centers and regional hubs, ensuring space, staffing, tools, and equipment readiness.
• Oversee recruitment, onboarding, and training for technicians, QAs, inventory officers, packaging officers, and regional leads.
• Forecast demand, align repair capacity with terminal backlog, and dynamically adjust staffing and resources.

Process Design & Continuous Improvement

• Design and optimize workflows for repairs, spare parts & terminals inventory management, packaging, and quality testing in sync with the Product Manager.
• Identify bottlenecks, inefficiencies, and quality issues; implement corrective actions and automation where possible.
• Collaborate with the Product Manager to introduce tools that increase visibility, automate manual flows, and improve reliability.

Quality & Customer Impact

• Monitor return rates and repair quality, ensuring target thresholds are consistently achieved.
• Lead RCA (Root Cause Analysis) for recurring or high-volume faults, driving preventive improvements.
• Partner with the regional leads & QA teams to ensure quality checks are effective and prevent avoidable rework.
• Implement recovery processes for misused spare parts, inaccurate repairs, or returns due to QA negligence.

Team Development & Leadership

• Lead and mentor a distributed team of repair technicians, QAs, inventory officers, packaging officers, and regional leads in collaboration with the Hardware Engineering team.
• Set clear expectations, monitor daily/weekly outputs, and review performance against KPIs.
• Foster a culture of ownership, accountability, and continuous learning across all repair centers.
• Coach team members to develop leadership capabilities and improve quality and execution.

Stakeholder & Partner Management

• Build and maintain relationships with OEMs, vendors, logistics providers, and procurement partners.
• Collaborate with Distribution Network, Procurement, Facilities, Product, and Hardware Engineering teams to support operational efficiency.
• Act as the operational voice in cross-functional discussions, aligning execution with business strategy.

Data, Reporting & Insights

• Deliver structured performance updates, RCA reports, and operational metrics to stakeholders.
• Ensure all resolution processes are compliant with internal policies and external regulatory expectations.
• Provide full visibility into inventory balances, spare parts flows, and repair performance trends.
• Define and track KPIs for different teams across the repair network.

Key Performance Indicators (KPIs) - Repair Operations
KPI
Description

Repair Throughput

• ≥90% of weekly repair & QA review targets achieved across centers.
• Customer Satisfaction (CSAT)
• Maintain an average CSAT score of 85% or higher.
• Return Rate Control
• Maintain >98% 7-day survival rate and ≤4% 30-day early fault rate.
• Spare Parts Efficiency
• Track and optimize spare parts usage; ≤5% variance between forecasted and actual usage.
• Inventory & Audit
• Conduct and present comprehensive monthly terminals & tools audit (with actionable findings).
• Training & Development
• Structured training sessions for RTs, QAs, and IOs held at least monthly.
• Network Expansion & Strategy
• Drive improved analytics to forecast repair volumes, parts demand, and potential delays, reducing unplanned disruptions.

Expected Outcomes

• Consistent reduction in return and rework rates (meeting defined center targets).
• Improved customer satisfaction through faster, quality, and improved repair & packaging.
• Optimised spare parts & tools usage and reduced avoidable costs through better tracking and controls.
• Measurable recovery of losses from incorrect repairs, misallocated parts, or process errors.
• A skilled and performance-driven operations team with clear ownership and SOP adherence.

Core Competencies

• Operational excellence: Expert at running high-volume, distributed repair and inventory operations reliably and efficiently.
• Problem solving: Strong analytical mindset; uses data to diagnose root causes and implement permanent fixes.
• Leadership & Mentoring: Proven ability to build and hold accountable multi-level teams (RTs, QAs, IOs, POs, regional leads).
• Collaboration: Works closely with Product, Engineering, Procurement, Facilities, and Vendors to deliver outcomes.
• Customer & quality focus: Embeds QA controls and preventive checks to reduce field failures and improve service experience.
• Inventory & logistics management: Skilled at spare-parts lifecycle management, warehouse-to-center coordination, inventory flows, and logistics planning.
• Data literacy & reporting: Experienced in data analytics, monitoring dashboards, and performance reviews; can translate metrics into actionable improvements.
• Communication & escalation: Clear communicator who manages escalations and aligns expectations across internal/external parties.
• Accountability: Ownership mentality with a strong focus on follow-through and meeting targets.

Job Requirements

• Bachelor’s degree in Engineering, Business, Operations, or a related field.
• 6–10 years experience in operations management, ideally in hardware repair, field service, manufacturing, or large-scale technical support networks.
• 3+ years in a people-management or team-lead role with proven execution at scale.
• Solid understanding of repair workflows, spare parts lifecycle, inventory reconciliation, warehouse operations, and logistics planning.
• Strong Excel skills. Hands-on experience with operational metrics, SLA management, and dashboarding (Power BI / Tableau / Looker or equivalent).
• Comfortable with frequent travel to repair centers and hands-on problem solving in the field.
• Experience with POS/embedded device repair ecosystems or consumer electronics.

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About The Role

• The Head of POS Hardware & Repair is a strategic technical leadership role focused on ensuring the quality, reliability, and serviceability of all Point of Sale (POS) hardware devices used by the company. This individual acts as the primary technical liaison with POS manufacturers, driving design and component selection to meet rigorous company standards and optimize for easy, cost-effective repair in the Nigerian market. This role directly manages and oversees all POS device repair operations.

Key Responsibilities

• POS Hardware Quality Assurance & Design Strategy
• Manufacturer Liaison: Serve as the main technical point of contact with all POS hardware manufacturers.
• Design Adherence & Vetting: Rigorously review and audit manufacturer design specifications and component lists to ensure strict adherence to the company's recommended designs, quality standards, and use of robust, reliable components.
• Design for Serviceability (DFS): Proactively recommend specific design updates, modifications, and material changes to manufacturers that simplify repair processes, reduce component costs, and improve the Mean Time to Repair (MTTR).
• Component Reliability: Evaluate and approve critical hardware components (e.g., batteries, screens, printers) based on reliability data, failure rates, and long-term supply stability.
• Failure Analysis: Partner with Engineering/Data teams to conduct root cause analysis (RCA) on recurring hardware failures and translate these findings into concrete, mandatory design improvements for manufacturers.
• Local Market Adaptation & Relevance (Nigeria Focus)
• Market Insight: Maintain deep, continuous awareness of the operational reality, environmental conditions, and logistical challenges specific to the Nigerian market.
• Design Recommendation: Translate local environmental and usage data (e.g., power fluctuations, dust, handling) into practical design requirements (e.g., ruggedization, better component protection) for manufacturers.
• Spare Part Management: Define and validate the list of required spare parts that must be provided by the manufacturer, ensuring they are the most critical and highest-failure-rate components suitable for the local repair environment.
• POS Repair Operations Oversight
• Repair Strategy: Define the strategy and operational model for all POS device repair operations, including internal repair centers and outsourced service providers.
• Performance Management: Manage and monitor the performance of the repair function against key metrics, focusing intensely on reducing Mean Time to Repair (MTTR) and improving the First-Time Fix Rate.
• Process Standardization: Develop and enforce standardized repair procedures, diagnostics, and quality control (QC) protocols to ensure consistent, high-quality repair outputs across all channels.
• Tooling & Training: Approve and oversee the technical training and certification of all repair technicians and ensure they have the necessary diagnostic equipment and tools.
• Repair Data Reporting: Establish a robust reporting structure for tracking component failure rates, repair costs, and inventory of parts used in repair to inform future design changes.

Qualifications And Experience

• Education: Bachelor’s degree in Electrical Engineering, Electronics Engineering, Mechatronics, or a closely related technical field.
• Experience: Minimum of 8+ years of experience in hardware engineering, quality control, technical operations, or product service management, with at least 3 years in a leadership role.
• Technical Expertise: Deep, hands-on knowledge of embedded systems, circuit board components, electronic repair methodologies, and diagnostic tools, particularly within the POS, terminal, or embedded payment device space.
• Manufacturer Management: Proven track record of successfully managing technical relationships with international hardware manufacturers, including design review and quality auditing processes.
• Operational Acumen: Experience managing complex repair/service operations, with a strong focus on KPIs like MTTR, Cost-of-Repair, and Failure Rate analysis.
• Market Knowledge (Highly Preferred): Direct experience with hardware deployment and service operations in the Nigerian or similar emerging markets, understanding the unique environmental and logistical constraints.
• Soft Skills: Exceptional negotiation, technical communication, and analytical skills.

What We Can Offer You

• Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
• Learning: We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
• Compensation: You’ll receive an attractive salary, pension, health insurance, an annual bonus, plus other benefits.